Buyer evaluation guide
Choose call QA with a test your reviewers can check
Start with the recordings, scorecard and review decisions your team already uses. A useful pilot should show where the assessment agrees with your reviewers, where it differs, and which calls still need attention.
These questions apply to any provider; ask each to demonstrate the requirements you need.
1. Define the decision you need to improve
Choose a specific job: reviewing required statements, finding coaching opportunities or checking adherence to an agreed sales process. Name the reviewer who will decide whether a finding is supported.
2. Agree permission and data handling before transfer
Before transferring customer recordings, confirm your authority to use them and agree the required access, processing, retention and deletion arrangements. Use permitted synthetic examples until mandatory controls are satisfied.
3. Freeze a representative test set
Include ordinary calls, early exits, difficult audio, possible risk flags and calls with no expected issue. Have reviewers record expected decisions before seeing the automated results. Agree how human disagreements will be resolved.
4. Check the evidence and the decision separately
For each sampled finding, compare the supporting quote or audio reference with the recording, then check whether it supports the score. Record missing evidence, unsupported conclusions, missed issues and false alarms separately.
5. Account for every submitted call
Start with an agreed input manifest. Give each recording one current processing state: completed, failed, held or another unresolved state. Reconcile the total to the manifest, retain failed-attempt history, and investigate missing mappings. Record a reason for rejected inputs so they remain visible in source-to-result accounting.
6. Turn reviewed findings into an action
Agree which findings go to a supervisor, which become a coaching discussion, and who checks the follow-up. A software flag alone does not establish a breach or prove that coaching was delivered.
Questions to put to each provider
These questions apply to any provider; ask each to demonstrate the requirements you need.
| Requirement | Evidence to request |
|---|---|
| Recording compatibility | Can the tool process representative files from our actual source, and clearly reject unsupported input? |
| Our rubric | Can we define the criteria, weights, evidence expectations and applicability rules we need? |
| Supporting evidence | Can reviewers check sampled findings against the original recording and identify missing or incorrect evidence? |
| Calibration | Can we compare results with an independently reviewed sample using a rule agreed before scoring? Agree the unit of comparison, matching rule, tolerances and treatment of failed or unavailable evidence before seeing results. Report the full planned sample alongside every exclusion. |
| Early exits | Can we distinguish an applicable failure from a stage that was legitimately never reached? |
| Failure accounting | Can we reconcile every submitted recording, including failed and unresolved work? |
| Review workflow | Who decides whether an apparent issue needs escalation, correction or coaching? |
| Exports | Which outputs can we take away, in what format, and how are failed exports and identifiers handled? |
| Data handling | Can the provider supply and demonstrate the access, processing, retention and deletion arrangements our organisation requires? |
| Commercial scope | What is included in setup and delivery, when does the delivery clock start, and what happens if the agreed acceptance test is not met? |
Use the blank comparison worksheet
Record demonstrated, partial, unknown or not required. Treat unmet mandatory requirements as gates, not weaknesses to offset with feature scores.
Download the HTML worksheet, open it in your browser and fill in the blank fields. Use your browser’s Print command to print or save your completed comparison as a PDF. Typing is not saved to the file; print before closing. This worksheet does not run scripts or submit your entries.
Explore EchoAudit
Explore EchoAudit’s published pilot scope and calibration terms, then book a fit call to agree whether your recordings and rubric suit the pilot. EchoAudit’s commercial guarantee uses every call in the agreed sample; failed or unassessable calls do not count as agreement. Diagnostic criterion-level comparisons are separate.
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